Put Your Customers and Employees First during the Coronavirus Crisis

Put Your Customers and Employees First during the Coronavirus Crisis

Companies that demonstrate genuine empathy and competence amid the Covid-19 pandemic could emerge in a stronger position.

By Darci Darnell, Fleur van Beem and Richard Hatherall

marzo 20, 2020

min read

Brief

Put Your Customers and Employees First during the Coronavirus Crisis

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Covid-19 is a crisis unlike any the world has experienced in several generations—and one of uncertain duration. The process of slowing the spread of the coronavirus will itself disrupt many aspects of life. The crisis also brings opportunities to strengthen current relationships and build new ones, and businesses have an important role to play in this regard. Anxious customers and employees need reassurance and support as their needs change radically.

To that end, the early responses by leading companies worldwide—both in acting now and in preparing for the future—suggest a short set of principles to guide senior executives.

Focus on building long-term trust through actions consistent with people’s needs, clear messages about the firm’s intents and purposes, and going the extra distance for your most valuable customers and most important employees.